Job Information
CAI Service Desk Analyst in Towson, Maryland
Job ID Number
R3038
Employment Type
Full time
Worksite Flexibility
Hybrid
Job Summary
We are looking for a motivated Service Desk Analyst ready to take us to the next level! If you have 2+ years of work experience installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency and are looking for your next career move, apply now.
Job Description
We are looking for a Service Desk Analyst who has 2+ years of work experience installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications . This position will be full-time and hybrid.
What You’ll Do
Communicates with all levels of customers
Installs and configures applications and other supported software packages
Performs basic troubleshooting and triage of computers via remote computer access and phone
Resolves routine issues and problems related to hardware and software
Creates tickets for all problems called into the Technology Helpdesk
Quickly escalates issues and problems that are not resolvable as necessary
Assists clients with resolving device related issues via telephone support
Helps determine technical needs of supported systems
Participates as team member on projects
Records activities in the service desk software system
Updates/Creates internal supported system documentation
Communicate technical issues, risks, and approaches to clients
Performs other duties as assigned
What You'll Need
Required:
Possession of a high school diploma or an appropriate equivalent, plus one year of experience in an inbound call center environment
Two years of work experience installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency
Possession of a valid class C Maryland driver's license or an equivalent is required
Preferred:
Experience with remote troubleshooting preferred
Possession of A+ (Remote Technician) and Network+ certification
Knowledge of computer operations and support
Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment
Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components
Skill in providing technical assistance, guidance, and training to users of varying levels of skills and abilities
Skill in establishing and maintaining effective working relationships
Skill in effectively prioritizing assignments and tasks
Skill in communicating clearly and effectively
Ability to provide consistent quality customer service
Ability to deescalate customers
Ability to maintain confidential information
Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
Equal Employment Opportunity Policy Statement
It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.